Sr Technical Support Engineer
Skills
About the role
It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description:
About us:
Ingram Micro is a leading technology distributor for the global information technology ecosystem. With the ability to reach nearly 90% of the global population, we play a vital role in the worldwide IT sales channel, bringing products and services from technology manufacturers and cloud providers to business-to-business technology experts. Our market reach, diverse solutions and services portfolio, and digital platform Ingram Micro Xvantage™ set us apart. Learn more at www.ingrammicro.com.
About the role :
We are seeking a Senior Technical Support Engineer to join our high-performing support team and deliver expert-level assistance to our customers. In this role, you will act as a trusted technical advisor, resolving complex product issues and driving continuous improvement across our support and product ecosystem. You’ll collaborate closely with Engineering, Product, and customer-facing teams to ensure an exceptional customer experience. This is an opportunity to work on cutting-edge technologies while making a meaningful impact on customer success.
Key Responsibilities:
4–7+ years’ experience in technical support, solutions engineering, or a similar customer-facing technical role
Strong experience with SaaS platforms, APIs, databases, and cloud environments (AWS, Azure, or GCP)
Proficiency in scripting (Python, Shell, Bash, PowerShell, or similar)
Solid understanding of web technologies, system architecture, and integrations
Experience with ticketing systems such as Zendesk, Jira, and knowledge base tools
Strong troubleshooting and analytical skills with the ability to work under pressure
Knowledge of webservers and databases (Apache, IIS, MySQL, MSSQL, PostgreSQL)
Understanding of protocols such as DNS, HTTP/HTTPS (SSL), and FTP
Familiarity with APIs and web services (REST, JSON, OAuth)
Basic experience working in Linux environments
Excellent verbal and written communication skills with a strong customer-first mindset
Ability to prioritize, manage expectations, and work in a fast-paced environment
Willingness to work flexible hours, including weekends, to support a 24/7 business
Self-motivated, detail-oriented, and eager to learn new technologies
Nice to have:
ITIL or Microsoft Azure certifications
Experience with Docker, Kubernetes, or virtualization technologies
Hands-on experience with cloud platforms (Azure, AWS, GCP)
Exposure to SQL and scripting languages
Experience with Jira and Confluence
Role requirements:
Respond to complex technical support requests via phone and email
Diagnose, troubleshoot, and resolve issues across software, APIs, integrations, and infrastructure
Reproduce issues, conduct root cause analysis, and collaborate with Engineering on fixes and enhancements
Act as a subject matter expert supporting customers and resellers on the platform
Lead or participate in incident response and on-call rotations for critical issues
Create and maintain technical documentation, runbooks, and FAQs
Identify support trends and partner with Product and Engineering on long-term improvements
Log, track, and update all issues accurately in internal systems
Advocate for customers by triaging issues and ensuring resolution within defined SLOs
Support multiple cloud and hardware solutions
Collaborate with internal teams and external vendors to resolve issues promptly
Contribute to the development and improvement of service desk processes and procedures
Understand customer business impact and ensure timely, effective issue resolution
What’s On Offer
Your growth is our priority. Access to LinkedIn Learning and a plethora of top-tier training courses to enrich your skills. With a vast organisation like ours, national and international career opportunities abound, putting you firmly in the driver's seat of your career trajectory.
Genuine Career Progression Opportunities
Hybrid Working Environment
Training & Development
Competitive Remuneration Package
Staff Purchase Policy and a generous Benefits Scheme
Final offers of employment are subject to the completion of relevant pre‑employment background checks.
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